FREQUENTLY ASKED QUESTIONS
DO YOU WHOLESALE?
Yes we do! If you'd like to stock Flex Factory products in your store, please contact us via the wholesale page :)
THE ITEM I WANT IS SOLD OUT, ARE YOU GETTING MORE?
We have our permanent collection and some limited edition drops. Don't worry, it will say in the item listing whether it's sold out forever or on its way back to our store! Check back regularly or sign up to our newsletter to stay up to date.
WHERE IS MY ORDER CONFIRMATION?
As soon as you place an order, you will receive an email confirmation via the email address you entered on your order. If for some reason, you did not receive an email, please check your spam folder and double check you entered your email address properly. If you still haven’t received it after 24 hours please email us so we can assist.
WHEN WILL MY ORDER SHIP?
We currently ship orders Mondays, Wednesdays and Fridays. In the event of a public holiday your order will ship on the closest following business day. During busy times (holiday season, sales etc) there may be delays of up to 3 business days. If there is an issue or we are unable to fulfil your order for any reason, we will contact you to let you know!
WHERE IS MY ORDER?
Before emailing us re: the whereabouts of your online order, please check out the estimated delivery times. We ship all orders from our office in Sydney, Australia so please bear this in mind when ordering internationally :) We use Australia Post for all deliveries. Delivery times can be anywhere from 2–30 business days, depending on your location (a big window, we know).
Unfortunately, we cannot promise your package will arrive by a certain date, but please know that we do our best to get everything to you ASAP! Sometimes packages are held up in customs for seemingly no reason, and transit times can vary greatly from country to country.
WILL I BE CHARGED CUSTOMS / IMPORT DUTIES?
Unfortunately we cannot control any duties/taxes applied to your package. You will be responsible for paying any additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, in rare occasions custom agents may delay delivery of some packages. By law, we must declare all items at their full price and cannot alter this amount to decrease international custom fees.
I ENTERED THE WRONG SHIPPING ADDRESS, WHAT SHOULD I DO?
When entering your shipping address, always take care to double check all building / unit / apartment numbers / floors are included where applicable. We also highly recommend shipping to a work / business address where possible. If you have incorrectly entered your address and not yet received a shipping confirmation from us, please email us ASAP and we will advise you of the status of your order. If your order has already shipped, unfortunately there is nothing we can do until (and if) your order gets returned to us. Sorry!
WHY HAS MY CARD BEEN DECLINED?
All credit/debit card holders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card does not, for any reason, authorise payment then you will be notified of this immediately at the checkout. A common reason for orders being declined is due to the billing address details being entered incorrectly. Please ensure that in the “billing address” section, the address to which your bank statements are sent is entered. For full details of why the payment was declined, please contact your card issuer
WHY IS MY ORDER LATE?
We always try to get your orders to you in the timeframe outlined, but sometimes this is out of our control. If you’ve received our dispatch notification, and it seems like your parcel is taking forever to arrive, it may be awaiting collection at your local Post Office or delivery depot and you may need to rearrange delivery with your local postal service. If you received one, the instructions on your attempted delivery card should explain how to collect your parcel or rearrange delivery. If the estimated delivery date has passed and there is no relevant information please contact us at firstname.lastname@example.org
WHY IS THE COLOUR OF MY ITEM DIFFERENT TO WHAT I SAW ON SCREEN?
While we do our very best to capture the true colour / nature of our wares, the colours shown online may not exactly reflect the colours of your item. The appearance of colours may also differ across various screens and devices.
I HAVE RECEIVED AN INCORRECT ITEM / SOMETHING IS MISSING FROM MY ORDER, WHAT SHOULD I DO?
We aim to get your order right every time but mistakes occasionally happen. If the item you received is not what you originally ordered or is faulty, please email email@example.com with your name, order number and what you have received / the fault and we will take if from there!
WHAT CURRENCY DO YOU CHARGE IN?
All prices listed on our site are in AUD, and charged in AUD. The bank that has issued your card determines the exact exchange rate that you will pay, but in general it will match very closely with the current exchange rates.
WHAT IS YOUR RETURN POLICY?
We do not currently offer returns or exchanges simply for change of mind. We are more than happy to exchange your item or issue a credit note if there is a notable problem or flaw with your purchase. Please email us if there is a problem with your order at firstname.lastname@example.org